Learn how to reduce calls to helpdesk using status pages. Understand two real time use-case one for external users and internal users.

1. Reduce calls
to your help desk
Site24x7
Rex Peter

2. Status Page for everyone! Increasing
transparency
Internet
is slow
unable
to print
unable
to login
Application is
down
Log calls to help
desk

3. Scenario 1:
Printer incident
Internal users

4. Internal user Out of
toner

5. Incident
created

6. Out of
toner

7. Multiple incidents created for one problem
100`s of
Incidents will
be created for
one problem

8. Savvy
Tech Users
Posting important update on top banner

9. Status page
integration with
ServiceDeskPlus
Site24x7

10. ServiceDesk Plus configuration to integrate Site24x7 status page
Step 1 :
Admin--> General Settings -->
Self-Service Portal
Step 2:
Customize Self-Service Portal
Step 3:
Add the
Site24x7 status
page permalink
to the web
address

11. Site24x7 status page in ServiceDesk Plus self-service
portal

12. Scenario 2:
Zylker CRM application was
down due to a DDoS attack,
which left millions of users
in the dark.
External Customers

13. Zylker CRM service down

14.  Unable to access the
application
 CRM page is not loading
 Unable to login
Support calls

15. 50+ support tickets
raised in less than 2
hours.
For the same incident.
Support tickets

16. Possible impact on social media

17. Zylker could have avoided such
chaos, if they have well
communicated about their DDoS
attack to the end users.
But they did not :-(

18. ZOHO faced severe
DDoS attack
on Nov 4th, 2015

19. ZOHO used
Site24x7 Status Page
to communicate
20 million users

20. Nov 5th, 2015

21. Savvy
Tech Users
Zoho uses Site24x7 status page for all apps
• Service status availability
of all apps
• Performance status of
apps
• Keep customers informed
• Reduce incidents during
downtime
• Acknowledge problems
• Being transparent

22. Zoho CRM | Availability and performance status of the
application

23. Status pages backed
by solid monitoring
capabilities

24. Savvy
Tech Users
All-in-one monitoring to support your status page
• Server
• Application
• Website
• Network

25. Savvy
Tech Users
Site24x7 service status page
• Service status
availability
interruption
• Performance status
response time
• Status history
https://status.site24x7.com/

27. Thank you!
rex@zohocorp.com